Tier 2 Application Support

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for every employee to feel valued and accepted as part of the team and connected to Symcor and our values, fostering a sense of belonging. Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. If you need accommodation for the interview process, just let us know!

#youbelonghere

For more information, visit www.symcor.ca

The Opportunity

Provides tier 2 technical support to investigate and resolve, in a timely manner, moderately complex incidents in all environments (e.g., testing, production) related to Symcor applications within area of expertise. Ensures service availability to meet business requirements and client commitments as described within MSA agreements including those that have significant urgency or potential financial impact to Symcor. Escalates new/novel issues or issues that require application changes to the next level of Application Support, Development, Infrastructure or vendors as required.

This role is from 3:00 PM – 11:00 PM | Monday – Friday

About The Role:

• Resolve routine incidents by following the Enterprise Incident Management (EIM) process to meet Service Level Agreements (SLAs) and resolution timeframes.
• Receive and prioritize incidents from Help Desk, monitoring tools, and incident queues based on severity, business impact, and MSA SLA.
• Diagnose incidents through reviewing applications and system logs, and research solutions using knowledge repositories, product documentation, and industry sources.
• Collaborate with Level 2, Infrastructure, and Level 3 support on complex or unresolved incidents requiring application changes.
• Create and maintain technical documentation for incident resolution and submit articles for incident remediation.
• Execute disaster recovery (DR) steps under guidance to restore application services, and recommend improvements to DR documentation.
• Participate in root cause analysis and contribute to problem management processes for recurring or high-impact incidents.
• Perform daily, weekly, and monthly maintenance tasks to ensure system health and reduce future incidents, escalating failed tasks as necessary.
• Record troubleshooting steps and probable root causes during incident investigations to aid in root cause discovery.
• Update and maintain task completion records and checklists for maintenance procedures to ensure system performance.
  
  

Education:

• Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.
  
  

Experience:

• 2+ years of related experience in large and complex information processing environments.
  
  

Skill requirements:

• Knowledge of ITIL (Information Technology Infrastructure Library).
• Understanding of infrastructure components (Virtualization, Operating Systems, networks, storage).
• Understanding of Systems and Software.
• Basic Programming and Scripting knowledge.
• Vendor Applications.
• Strong problem solving and analytical skills.
• Experienced with command line interfaces.
• Knowledge of SQL and relational databases.
• Knowledge of transmission protocols (ie: SFTP, Connect Direct, FTPS)
  
  

Shift Requirements:

• M-F - 3PM to 11PM EST.
  
  

What’s In It For You

At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products, services, and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Opportunities to do challenging work and progressively take on greater accountabilities for growth.
• We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.
  
  

Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. Upon request, we will provide accommodation for candidates.

Apply Now